Now in its newly published 3rd edition, the HVAC Customer Service Handbook, written by contractor and wholesaler customer service expert, Steve Coscia, continues to surpass sales records, and garner consistent five-star reviews from readers on amazon.com.
Coscia's 96-page HVAC Customer Service Handbook, which has shipped more than 5,000 units, has become a valuable “must have” reference guide among contractors, distributors and trade schools because readers relate to the book's anecdotes and learn from the insightful diagrams and flowcharts.
Coscia also wrote a companion Instructor's Guide for trade school instructors, which simplifies lesson planning and soft skills instruction.
“Coscia's book helped to put my company back on track,” says James L. Pompetti, owner of Pompetti Heating and Air Conditioning. “It is essential reading for anyone in our business.”
Regarded by many as one of the best contractor customer service experts worldwide, Coscia is an avid researcher of customer service trends. He conducted one of the industry's first studies of stress in the customer service environment, which revealed the causes of stress along with the most common manifestations of post-stress behavior among customer service professionals.